February 2015

Magazine Features

The Path to Personalized Customer Journeys

It takes much more than just knowing your customer's name.

The 5 Distinct Customer Relationship Strategies

A clearly defined level of commitment to buyers is vital to growth.

The Hidden Sources of Poor Customer Service

Interactions should be designed with the customer in mind.

Front Office

Correct Problems Caused by Outdated Automation Systems

'Personalization should permeate the customer experience at every touch point.'

Reality Check

Grow Motivation Through Gamification

Packaged solutions offer contact centers far-reaching potential.

The Tipping Point

It's Time to Tear Up Your Sales Playbook

Stay relevant in today's competitive market with these five tips.

Connect

Gloomy CRM Forecasts Lead to New Opportunities

The technology's benefits are too obvious to ignore.

Pint of View

When It Comes to Marketing, Drop the Scare Tactics

It's not just what we say, but how we draw attention to it

Customer Experience

Build Customer Trust with Better Data

Five steps for improving your data quality.

Voice of the Customer

The Risky Business of Predictive Analytics

In service and sales, a proactive approach is key.

Insight

The Keys to Countering Cart Abandonment

Online retailers need to respond at the right time and with the right message.

Predictive Analytics Will Be a $2.3 Billion Market by 2019

The technology is maturing to handle the influx of data from mobile devices and the Internet of Things.

Westerners Look to Alibaba to Ride China's E-Commerce Wave

American companies turn to the dominant online marketplace to reduce risks and sample the Chinese market.

SIO Emerges as a New Contact Center Segment

Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.

Accenture Calls for Attention to the 'Frozen Middle'

Study finds that minor adjustments to a company's average performers can significantly raise revenue.

Is Your Product 'Well Designed'?

Great products require a combination of aesthetics and empathy.

REAL ROI

Canon Connects with Fans via Lithium's Social Solutions

The social community platform has become an effective customer service tool.

Trupanion's Tailored Marketing Keeps Pet Owners Engaged

Microsoft Dynamics CRM solution boosts email effectiveness and retention.

Canadian La-Z-Boy Stores Draw More Customers with Splice Software's VIP Voice Invites

Personalized voice messages and first-class treatment help a furniture retailer increase sales and decrease costs.